DWS Service Desk Rescue Series: Implementing Continual Service Improvement

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In order to successfully implement a Continuous Service Improvement Program, it is critical to first determine if the goal is to improve the environment in general or to target a specific problem.

The assessment of the Operational Management Framework is an essential component of executing a comprehensive continuous service improvement programme. This assessment will highlight particular areas for improvement in the operations domain, including first-line management systems, upline management systems, human resource management systems, and governance systems.

It takes more expertise to develop a focused continuous improvement programme on one specific issue that has an impact on the organization's uptime and availability as well as on the Client Experience, Employee Experience, Revenue, and Profit. Specific use cases will be covered in further detail in later blogs.

A Jnana Optimized Unified Delivery Model ensures that, in addition to the implementation of the Operational Management Framework and its associated best practises, the Continual Service Improvement Process makes use of the Reporting & Measurements, Analytics & Optimization, Quality Management, Knowledge Management, and Skills/Training Management procedures to support the organization's Shift Left Strategy.

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The ultimate goal is to maximise end-user availability and uptime by concentrating on issues such as self-enablement, automation, and self-healing.

IT services must be regularly aligned and realigned with changing business requirements, and CSI's primary goal is to discover and execute enhancements to business-critical IT services.

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• The overall health of IT service management as a discipline.
• The continual alignment of the portfolio of IT services with the current and future business needs.
• The maturity of the enabling IT processes for each service in a continual service lifecycle model.

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The Objective of The Process:

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• Review, analyze and make recommendations on improvement opportunities.
• Identify and implement individual activities to improve IT service quality and improve the efficiency and effectiveness of enabling ITSM processes.
• Improve cost-effectiveness of delivering IT services without sacrificing customer satisfaction.
• Ensure applicable quality management method is used.

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Sample List of Benefits:

• Attain Service Levels
• Achieve Desired results from ITSM processes
• Highlight Improvement opportunities via maturity assessments
• Comply with audit requirements
• Improved Cross-functional activities
• Improved Relationships with business and IT leaders

Sample List of Observations:

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• There is no Infrastructure wide Continual Improvement Program or Analytics and Optimization Program. Teams are unaware of any program. While a program exists, teams are unaware of it or the role they play in it.
• There are no team-specific focals for Continual Improvement or Analytics and Optimization.
• Teams lack awareness of continual improvement and how to even implement such programs.

Sample List of Recommendations:

• Implement Right to Left Projects
• Develop An Infrastructure wide strategy with a dedicated focal and department focals.
• Conduct Information/training sessions with all teams, beginning with teams that can generate the greatest ROI.
• Establish Connections with Reporting and Measurements and Knowledge Management Programs To partner and collaborate.

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